Senior Director, Global Customer Support
Current
2020 - Present
~6 yrs 6 mos
AeroLeads people directory · profile
Bob Albert Email & Phone Number
Senior Director, Global Customer Support at Guidewire Software
at
Guidewire Software
1 work email found
@guidewire.com
2 phones found area 650 and 714
LinkedIn matched
✓ Verified Jul 2026
4 data sources
Profile completeness 100%
Current company
Role
Senior Director, Global Customer Support at Guidewire Software
Location
San Francisco Bay Area, United States
Who is Bob Albert? Overview
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Quick answer
Bob Albert is listed as Senior Director, Global Customer Support at Guidewire Software at Guidewire Software, based in San Francisco Bay Area, United States. AeroLeads shows a work email signal at guidewire.com, phone signal with area code 650, 714, and a matched LinkedIn profile for Bob Albert.
Bob Albert previously worked as Senior Director, Global Customer Support at Guidewire Software and Director, Global Customer Support at Guidewire Software. Bob Albert holds B. S., Organizational Behavior And Leadership from University Of San Francisco.
Company email context
Email format at Guidewire Software
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{first_initial}{last}@guidewire.com
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Profile bio
About Bob Albert
Senior Director, End User Support | Senior Director, Customer SupportContact: bobalbert6@gmail.comSenior support leader experienced in building and leading world-class customer support and operations teams. Through team development and training, ensures high levels of customer and employee satisfaction. Utilizes strong analytical skills along with project management to optimize workflows and overall operations.Core Strengths:* Global End User Support* IT Management* Contact Center Technology* Service Standards, KPIs, Metrics* Team Facilitation & Development* Process and Project Management* Vendor Management * Client Relations* Budget Management * Sales* Recruiting and Interviewing* ITIL Foundations V3 CertifiedAccomplishments:▪ Saved $2 million annually by redesigning staffing model and implementing new training for existing staff.▪ Improved First Contact Resolution rate by 20% within a 5-month period through insourcing the work, then hiring and training outstanding service professionals. Resulted in 5% lower costs.▪ Created training and development plans for employees, resulting in a talent pipeline where annually 10-30% of staff received promotions into other positions throughout the organization.▪ Slashed escalated complaints on subscription-based product, to executive office by 95% and achieved the highest service levels in history of product.Please email me at bobalbert6@gmail for any customer support leadership opportunities.
Listed skills include Process Improvement, Management, Cross Functional Team Leadership, Project Management, and 42 others.
Current workplace
Bob Albert's current company
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9 roles · 10 years
Bob Albert work experience
A career timeline built from the work history available for this profile.
Director, Global Customer Support
Built and lead a diverse organization of Technical Support Engineers and Managers, focused on owning and solving incoming customer support cases for Guidewire products that are highly configured and highly integrated and work multi-threaded in a web services environment. Grew team by 400% in 9 months and increased resolution rate by 24% during that time.
2019 - 2020
~1 yr
Global It Support Operations
Direct a team of program managers to create and implement global processes transforming the current inconsistent IT support model to a single, consistently high-quality support team irrespective of the location.Lead a team of 6 IT Support managers and 4 project managers throughout the western region of the U.S. and all of Canada responsible for IT support to Amazonians achieving customer satisfaction scores of 94%.
2017 - 2019
~2 yrs
Head Of Global Support And Infrastructure Operations
Lead global team and vendors responsible for support delivery and backend Infrastructure. Manage Incident, Problem, and Change Management processes.Responsible for the overall excellence of the processes (e.g., service management, resource management, vendor management, financial management) and people supporting said technology. Also, responsible for the overall health and well-being of the technology infrastructure supporting the business systems of Jazz (e.g., data centers, servers, storage, networking, telephony, video, laptops, phones, etc.).
Jun 2015 - 2016
Director, End User Support - North America
Directed the staff of 120+ IT Help Desk, Desk-side, Field, and VIP support, and Managed Services for hardware deployment (125+ team members) in North America with an overall $41million budget. Consistently achieved customer satisfaction scores of 95%+. Designed and owned the Global Incident Management Process.
Oct 2011 - Aug 2014
Associate Director, It End User Support
Manage the first lines of technical support, the Network Operations Center, and the Account Management for the Corporate Information Technology group.
Sep 2005 - Oct 2011
Senior Manager, It Service Desk
Established and managed an exceptional team of technical support analysts to assist internal customers with their computing and telecom requests and issues.
Jul 2003 - Sep 2005
Senior Manager, Customer Care
Directed Yahoo!’s customer care team in servicing more than one million customer contacts each month. Developed performance metrics to measure outsource agent effectiveness; utilized the metrics to enhance the performance of all agents.
Apr 2001 - Jan 2003
Manager, Customer Support Center
Oversaw all aspects of customer support for Intuit’s small business e-commerce site (www.intuitmarket.com), which generated more than $25M in annual revenue. Produced extensive content that proactively answered customer questions to reduce customer service contacts and costs.
Apr 1998 - Aug 2000
2 education records
Bob Albert education
B. S., Organizational Behavior And Leadership
University Of San Francisco
Marketing
San Francisco State University
FAQ
Frequently asked questions about Bob Albert
Quick answers generated from the profile data available on this page.
What company does Bob Albert work for?
Bob Albert works for Guidewire Software.
What is Bob Albert's role at Guidewire Software?
Bob Albert is listed as Senior Director, Global Customer Support at Guidewire Software at Guidewire Software.
What is Bob Albert's email address?
AeroLeads has found 1 work email signal at @guidewire.com for Bob Albert at Guidewire Software.
What is Bob Albert's phone number?
AeroLeads has found 2 phone signal(s) with area code 650, 714 for Bob Albert at Guidewire Software.
Where is Bob Albert based?
Bob Albert is based in San Francisco Bay Area, United States while working with Guidewire Software.
What companies has Bob Albert worked for?
Bob Albert has worked for Guidewire Software, Amazon, Jazz Pharmaceuticals, Genentech, and Yahoo!.
How can I contact Bob Albert?
You can use AeroLeads to view verified contact signals for Bob Albert at Guidewire Software, including work email, phone, and LinkedIn data when available.
What schools did Bob Albert attend?
Bob Albert holds B. S., Organizational Behavior And Leadership from University Of San Francisco.
What skills is Bob Albert known for?
Bob Albert is listed with skills including Process Improvement, Management, Cross Functional Team Leadership, Project Management, Vendor Management, Help Desk Support, Outsourcing, and It Management.
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